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Business Profile

Solar Installation

Universal Solar Direct LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Installation.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Filed a Complaint and it was sent back saying I had the wrong people, however these people are involved. They are the owners and I have sent them signed emails. Case #********.This Solar Company installed a system on my roof and have not returned. After waiting I finally wrote *********** to find out why I was not generating my own Energy. They told me the Solar company had not sent in the correct paperwork. Working with Duke myself I finally got all the paperwork done and signed and complained to the Solar Company. They said I hadn't signed all the paperwork; I have all paperwork needed and complete. This Company installed the wrong email into my system, and I asked the owner to change it the day of install and he said he would when he got home, he did not and has caused me a lot of issues with the bank and other Universal Solar employees. I do not monitor and iCloud account. My email is ********************* anyone who uses iCloud is not monitored and they were told. They refuse to use my correct email. I have all the text messages and emails concerning this issue. *********** says I am up on their end but not on my end and Universal Solar will not show to look and see if the problem might be theirs. So I am sitting here getting stalked on ******** by the owner and having to pay the bank and a monthly Energy Bill from Duke. This Company told me getting a Lawyer would not do any good and removing the system is not an option. Why would anyone want to work with people that if I have future issues they will not help. I have complained to them enough and *********. I guess this is the way they treat their customers. I have every communication made with them from start to them leaving me hanging without Solar working. I'm sure I have forgotten some here but have every bit of it all Conversations. They said I treat people bad, cause I'm complaining, I guess. I'm a disabled Veteran or I would remove this from my roof myself. I hope they don't treat others the same way.

    Business Response

    Date: 08/13/2024

    I am writing in response to the complaint associated with Case Number #******** regarding the solar installation services provided by Universal Solar.

    I understand the frustration and inconvenience this situation has caused, and I want to address each concern to provide clarity and seek a resolution. Upon investigation, it appears there was an initial delay due to paperwork not being correctly submitted to *********** by the pervious Solar Company. We took immediate action as soon as it was brought to our attention. In regard to the communication issues, the email address provided at the time of signing contract was specified as a different e-mail address. This was used as the primary point of contact for all system-related communications and setup. We understand the importance of having the correct contact information and sincerely apologize for any inconvenience this oversight may have caused. We have now updated the system to use the correct email address, and moving forward, all communications and monitoring access will be tied to the new e-mail address. It is our priority to ensure that all systems are functioning correctly and that our customers are fully satisfied. We are actively monitoring your solar system, and it is performing within correct parameters. You also have access to the monitoring as we set it up for you. We deeply regret that you feel unsupported by our team in resolving the ongoing issues with your solar system. We are conducting an internal review of your installation process to ensure that such issues do not occur in the future. We will assign a dedicated customer service representative to your case to facilitate clear and prompt communication moving forward. We value your business and are committed to making this right. 

    Thank you for your patience and for bringing these issues to our attention. 

    Sincerely, 

     

    -The Universal Team 

    Customer Answer

    Date: 08/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    *****************************

Universal Solar Direct LLC is NOT a BBB Accredited Business.

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